Mgr, Service Desk & Application Operations

Primary Purpose of Job

The Manager, Service Desk & Application Operations leads ASB's front-line technology operations and production support functions, acting as the 24x7 operational command center for applications and platforms. This role is responsible for eyes-on-glass monitoring, incident response coordination, production application support, and operational execution of modern delivery practices-including CI/CD-based deployments. While the team leverages ServiceNow and integrates automation into and out of the platform. This leader brings strong operational instincts, technical depth, enabling tight alignment between operations, development, and platform teams.

Major Job Accountabilities

Service Desk & Operations Leadership

• Lead a modern Service Desk and Application Operations team focused on real-time operational support.
• Ensure high-quality incident intake, triage, escalation, and coordination across infrastructure, application, and engineering teams.
• Establish clear operational standards for:
• Incident response
• Production support
• Operational handoffs
• Drive a culture of proactive operations, accountability, and continuous improvement.

Eyes-on-Glass Monitoring & Event Response

• Own real-time monitoring operations ("eyes on glass") for:
  • Customer-facing applications
  • Internal business systems
  • Integrations and batch processing
• Partner with engineering and platform teams to:
  • Improve alert quality and signal-to-noise ratio
  • Correlate events to business impact
  • Reduce reactive firefighting
• Ensure rapid detection and response to service degradation before customers are impacted.

Application Operations and Production Support

• Own day-to-day production application operations, including:
  1. Application availability and health
  2. Batch processing and job monitoring
  3. Data flows and integrations
• Serve as the primary operational interface between:
  1. Service Desk / App Ops
  2. Development teams
  3. Platform and infrastructure teams
• Ensure applications are operationally ready before and after releases.

CI/CD & Production Deployment Support

• Support and operationalize production deployments executed via CI/CD pipelines.
• Partner with development teams to:
  1. Validate deployment readiness
  2. Ensure monitoring, alerting, and rollback mechanisms are in place
  3. Support release-day execution and post-deployment stabilization
• Oversee operational execution of:
  1. Scheduled releases
  2. Hotfixes
  3. Emergency production changes
• Ensure the Service Desk and App Ops teams are prepared to support systems immediately following deployments.

Automation and Engineering Enablement

• Drive Automation for:
• Incident enrichment
• Event-to-incident workflows
• Operational data exchange
• Encourage Scripting, tooling and lightweight development to improve operational efficiency.
• Partner with engineering teams to embed observability into application design.

People Leadership & Technical Growth

• Lead, coach, and develop a technically capable operations team.
• Encourage development of:
• Scripting and automation skills
• Application troubleshooting depth
• Cloud and platform awareness
• Build a team that can think like engineers while operating like operators.

Risk, Reliability & Governance Support

• Ensure operational practices support ASB's risk, security, and regulatory obligations.
• Provide operational evidence and incident context for audits and reviews.
• Maintain clear documentation of:
• Operational procedures
• Escalation paths
• Incident outcomes

Experience Required

• Minimum seven (3) years of people leadership experience
• Minimum five (7) years of IT Operations, application support, production systems management, incident response and operational command, production application support, monitoring and alerting platforms, CI/CD pipelines and modern deployment practicer, and effective communication during high pressure operational events.

Required Skills or Training

• Experience in financial services or other regulated environments.
• Hands-on experience with:
• Scripting or light development (Python, PowerShell, Bash, etc.)
• Automation and integration tooling
• Cloud or hybrid environments
• Familiarity with SRE or reliability-oriented practices.
• Experience partnering closely with software engineering teams.

What Success in the Role Looks Like

• Faster detection and resolution of incidents.
• Smoother production releases with fewer post-deployment issues.
• Reduced customer and business impact from outages.
• A Service Desk and App Ops function viewed as a trusted operational partner.
• Operations that scale with engineering velocity-not fight it.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!